¶¶Òõ¶ÌÊÓƵ

All Countries
Compliance
Handling Complaints Policy

Handling Complaints Policy Template for New Zealand

Create a bespoke document in minutes,  or upload and review your own.

4.6 / 5
4.8 / 5

Let's create your Handling Complaints Policy

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Get your first 2 documents free

Your data doesn't train Genie's AI

You keep IP ownership of your information

Key Requirements PROMPT example:

Handling Complaints Policy

"I need a Handling Complaints Policy for my medium-sized financial services company in New Zealand, with specific focus on digital banking complaints and integration with our online banking platform, ensuring compliance with financial sector regulations and the Privacy Act 2020."

Celebrated by
Collaborations with
Investors
Document background
The Handling Complaints Policy serves as an essential governance document for organizations operating in New Zealand, providing a structured approach to managing customer feedback and complaints. This document becomes necessary when organizations need to establish consistent, fair, and efficient procedures for addressing customer grievances while ensuring compliance with New Zealand legislation. The policy includes detailed procedures for complaint reception, investigation, resolution, and documentation, incorporating requirements from key legislation such as the Privacy Act 2020 and Consumer Guarantees Act 1993. It is designed to protect both the organization and its customers while promoting continuous improvement in service delivery. The policy should be reviewed and updated regularly to reflect changes in legislation, business practices, and organizational structure.
Suggested Sections

1. Purpose and Scope: Outlines the objectives of the policy and its application scope, including which types of complaints are covered

2. Definitions: Clear definitions of key terms including 'complaint', 'complainant', 'serious complaint', 'vexatious complaint', and other relevant terminology

3. Principles: Core principles guiding complaint handling: fairness, objectivity, confidentiality, timeliness, accessibility, and no-blame approach

4. Roles and Responsibilities: Defines responsibilities of staff members, management, and designated complaint handlers

5. Complaint Handling Process: Step-by-step process for receiving, acknowledging, assessing, investigating, and resolving complaints

6. Timeframes: Specific timeframes for each stage of the complaint handling process

7. Recording and Reporting: Procedures for documenting complaints, maintaining records, and reporting requirements

8. Privacy and Confidentiality: Guidelines for handling personal information and maintaining confidentiality during the complaint process

9. Review and Continuous Improvement: Process for reviewing the effectiveness of the complaint handling system and implementing improvements

Optional Sections

1. Industry-Specific Requirements: Additional requirements for specific industries (e.g., healthcare, financial services, education)

2. External Dispute Resolution: Information about external dispute resolution schemes and when to use them

3. Vexatious Complaints Procedure: Specific procedures for handling repeated or unreasonable complaints

4. Cultural Considerations: Specific provisions for cultural sensitivity and Treaty of Waitangi obligations

5. Social Media Complaints: Procedures for handling complaints received through social media channels

6. Compensation Framework: Guidelines for when and how compensation may be offered as part of complaint resolution

Suggested Schedules

1. Complaint Form Template: Standard form for recording complaint details

2. Complaint Register Template: Template for maintaining a complaints register

3. Response Letter Templates: Standard templates for acknowledging and responding to complaints

4. Escalation Matrix: Guide showing escalation pathways and authority levels

5. External Agency Contact List: List of relevant external agencies and dispute resolution services

6. Privacy Statement: Detailed statement on how personal information is handled during complaints process

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓƵ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions



































Clauses




























Relevant Industries

Retail

Healthcare

Financial Services

Education

Professional Services

Hospitality

Manufacturing

Technology

Government

Non-profit

Telecommunications

Transportation

Construction

Real Estate

Relevant Teams

Customer Service

Legal

Compliance

Quality Assurance

Operations

Risk Management

Human Resources

Senior Management

Front Office

Customer Experience

Administration

Corporate Communications

Relevant Roles

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Operations Manager

Customer Experience Director

Risk Manager

General Manager

Customer Relations Officer

Branch Manager

Service Delivery Manager

Legal Counsel

Human Resources Manager

Chief Operating Officer

Customer Support Representative

Department Head

Industries








Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

Find the exact document you need

Early Years Complaints Policy

A New Zealand-compliant policy document for managing complaints in early childhood education settings, aligned with national regulations and best practices.

find out more

Council Complaints Policy

A New Zealand local government policy document establishing procedures and standards for handling public complaints in accordance with NZ legislation.

find out more

Customer Complaint Handling Policy

A New Zealand-compliant policy document outlining procedures and requirements for handling customer complaints effectively and legally.

find out more

Vexatious Complaints Policy

A New Zealand-compliant policy framework for managing and responding to vexatious complaints in organizational settings.

find out more

Company Complaints Policy

A New Zealand-compliant policy document establishing procedures and guidelines for handling internal and external complaints within an organization.

find out more

Handling Complaints Policy

A comprehensive policy document outlining complaint handling procedures and requirements under New Zealand law.

find out more

Dental Complaints Policy

A New Zealand-compliant policy document outlining procedures for managing and resolving patient complaints in dental practices.

find out more

Complaints Handling Policy

A policy document outlining procedures for handling customer complaints in compliance with New Zealand legislation and regulatory requirements.

find out more

Student Complaints And Grievances Policy

A New Zealand-compliant policy document outlining procedures for handling student complaints and grievances in educational institutions, aligned with local education and consumer protection laws.

find out more

Complaints Policy For Schools

A New Zealand-compliant school policy document outlining procedures and guidelines for handling and resolving complaints within educational institutions.

find out more

Student Complaint Policy

A New Zealand-compliant policy document outlining procedures for handling student complaints in educational institutions, aligned with local education and consumer protection laws.

find out more

Complaints And Compliments Policy

A New Zealand-compliant policy document establishing procedures for managing customer complaints and compliments, ensuring fair and efficient feedback handling.

find out more

Consumer Complaint Policy

A policy document outlining consumer complaint handling procedures in compliance with New Zealand consumer protection legislation.

find out more

Complaints Management Policy

A policy document establishing procedures for handling customer complaints in compliance with New Zealand legislation.

find out more

Anonymous Complaint Policy

A New Zealand-compliant policy document establishing procedures for handling anonymous complaints while ensuring confidentiality and protection of whistleblowers.

find out more

Customer Complaint Policy

A comprehensive guide for handling customer complaints in compliance with New Zealand consumer protection and privacy laws.

find out more

Download our whitepaper on the future of AI in Legal

By providing your email address you are consenting to our Privacy Notice.
Thank you for downloading our whitepaper. This should arrive in your inbox shortly. In the meantime, why not jump straight to a section that interests you here: /our-research
Oops! Something went wrong while submitting the form.

³Ò±ð²Ô¾±±ð’s Security Promise

Genie is the safest place to draft. Here’s how we prioritise your privacy and security.

Your documents are private:

We do not train on your data; ³Ò±ð²Ô¾±±ð’s AI improves independently

All data stored on Genie is private to your organisation

Your documents are protected:

Your documents are protected by ultra-secure 256-bit encryption

Our bank-grade security infrastructure undergoes regular external audits

We are ISO27001 certified, so your data is secure

Organizational security

You retain IP ownership of your documents

You have full control over your data and who gets to see it

Innovation in privacy:

Genie partnered with the Computational Privacy Department at Imperial College London

Together, we ran a £1 million research project on privacy and anonymity in legal contracts

Want to know more?

Visit our for more details and real-time security updates.

Read our Privacy Policy.